VTI Customer Service SUCKS!!!

ninerbj

I emailed asking about there top of the line shelving...cost no object.
I will string her along with a few questions...ask how I order...then email the following day stating how I have read countless numbers of bad reviews as of late and the dreaded...THANKS BUT NO THANKS:D

Libertyc

Here is a link to the ebay seller Joe. This is his online store.

http://www.newquestsound.com/ProductDetails.aspx?productID=14

New Quest Inc.

P.O. Box 131
Temple City, CA 91780
USA

Tel: (626)262-3607
Fax:(626)574-7919
Email to: sales@newquestsound.com
or JSPHT8338@aol.com

His first name is Jason.

SCompRacer

I’d like to reiterate that I am sorry that you are having the problems. I am on record here saying VTI has a good product, and I still stand by that based on my experience. Shelves fit nice, no glaring OMG how could you display that in your living room comments. Our living room floor is level, and all the feet on the rack touched the floor before anything was placed on it. My opinion is she would have been better off sending you a new rack than dealing with all this bad press.

The underside of the rails have about 1/2" slots right at the weld spots. . .
1. did you cover them with anything inparticular to keep the shot from spilling out?

Used epoxy. The slots in mine were only like ¼” long.

2. were you able to get all the rubber stops out of all the rail ends?

Just the ones that allowed me to get into the cross bars. I did not knock all the caps out.

3. what size shot did you use?

I used #4 cause I had bags of it laying around from previous hobby days. I only shoot one thing around here anymore.

4. where did you get the shot?

I used to be a FFL Dealer with a Class III License. Got the shot years ago, can’t remember where. I do know I paid less than what it sells for now.

5. didn't it make the rack excessively heavy?

Don’t have an exact weight but it passes the flick test.

6. did you have any stubborn end caps and if so how did you get them off without damaging the roundness?

Used a long punch working the perimeter, 180 degrees across, move 90 degrees, etc. Some were tighter than others. I was gonna say you could probably get replacements if they got buggered up but....:eek:

One of the other guys recommended reptile sand . . . any thought on that?

Never tried it myself.

One more thing . . . do you think your SACD sounds as good or better than vinyl? I think it was Shack who told me that it he thought it did and I'm thinking of buying and SACD player.

So many variables.... Depends on the TT, player and material of course, but yes, I do. I was going to get back into vinyl this year but decided to improve my system instead. Then, maybe, perhaps, someday…. Carl is the only one that comes to mind that has been around some fine tables and heard my Modwright Sony. Normanality and I have demo'd lots of gear between us and we like the Modwright stuff. Some don't. As you well know, the only way to find out is a demo, preferably in your own environment.

hearingimpared

ninerbj wrote:

I emailed asking about there top of the line shelving...cost no object.
I will string her along with a few questions...ask how I order...then email the following day stating how I have read countless numbers of bad reviews as of late and the dreaded...THANKS BUT NO THANKS:D

Thanks niner, I think it would have much more impact on her if you dropped my name and this thread in the no thanks email.

Polk65

I'll raise one lump of coal.

hearingimpared

Polk65 wrote:

I'll raise one lump of coal.

LOL!

hearingimpared

SCompRacer wrote:

I’d like to reiterate that I am sorry that you are having the problems. I am on record here saying VTI has a good product, and I still stand by that based on my experience. Shelves fit nice, no glaring OMG how could you display that in your living room comments. Our living room floor is level, and all the feet on the rack touched the floor before anything was placed on it. My opinion is she would have been better off sending you a new rack than dealing with all this bad press.

Thanks for all the info Rich. Nice picture too. I appreciate your view on the rack. I agree the it is a nice rack and with the shot or sand placed inside the posts and rails it will be a fine performer.

My warning to people is that if you are going to buy this product, be aware, if there is a problem, that you may not get the type of after sales customer service you would expect from the manufacturer.

halo

I've heard that, when using sand, you can get mold as a side effect. Sand traps the moisture I think If it were me I'd use shot. My $.02

shawn474

While I wholeheartedly agree that VTI's customer service sucks from your experience and that they have treated you horroribly and that they should take care of you; shouldn't the real beef be with the e-bay seller that sold you the unit? A lot of times these people are in no way associated with the company that they sell and only motive is to make money.

That being said, I have e-mailed Mrs. Fang on your behalf and am anxiously awaiting her response..........I even ended with a Happy Holidays for the guilt factor!

Hope this works out in the ned for you and you get an acceptable solution. Even if it was a 2.00 item, it is the principle of the matter I know.

hearingimpared

shawn474 wrote:

While I wholeheartedly agree that VTI's customer service sucks from your experience and that they have treated you horroribly and that they should take care of you; shouldn't the real beef be with the e-bay seller that sold you the unit? A lot of times these people are in no way associated with the company that they sell and only motive is to make money.

That being said, I have e-mailed Mrs. Fang on your behalf and am anxiously awaiting her response..........I even ended with a Happy Holidays for the guilt factor!

Hope this works out in the ned for you and you get an acceptable solution. Even if it was a 2.00 item, it is the principle of the matter I know.

Thanks for you support Shawn. In my first conversation with the manufacturer's customer service I was told that they wouldn't help and that I should call the distributor. Now this "e-bay seller" was a guy whom I recommended to a lot of people including people on this site because he gave me such a good price on the product. Don't you think that when I emailed him twice describing my dilema and requesting his help that the creep should have instead of ignoring me, atleast replied to my request and either told me he can help or sorry I can't do anything??

No he has done nothing at all. But what you said above is true only to a certain extent. On the assembly instructions there is a phone number for customer service stating that if you need more info on the product to call. The thing is every audio product I've ever had where I either had a problem with it or needed more information on they were only too happy to help in any way, shape, or form they could.

This being a manufacturing defect, I would think the manufacturer would be the "horses mouth" here.

This whole business is just my bad luck and a language barrier along with a company owner who just plainly thinks I am trying to get over on her.

hearingimpared

Halo wrote:

I've heard that, when using sand, you can get mold as a side effect. Sand traps the moisture I think If it were me I'd use shot. My $.02

Thanks for the tid bit of info.

shawn474

Understood.......now I see why you have been butting heads with the manufacturer too. I had a similar situation with teak patio furniture and the drilled holes didn't line up. Called and they sent an immediate replacement overnight no charge. That's customer service.

Not to mention that the ebay seller is a schmuck as well that I hope nobody buys from again.

Needless to say, I hope Mrs. Fang and this seller look deep into their soul this holiday season and realize how poorly their treatment of you affects not only their businesses, but you personally. The amount of time, effort and money (no matter how much) is wasted completely. Again, I am soory that you have to go through this.

Happy Holidays to everyone on this forum, their families and everyone else.

hearingimpared

shawn474 wrote:

Needless to say, I hope Mrs. Fang and this seller look deep into their soul this holiday season and realize how poorly their treatment of you affects not only their businesses, but you personally. Happy Holidays to everyone on this forum, their families and everyone else.

They have no souls my friend! They think I am the culprit here not them. How dare I call them and complain about something they so generously allowed me to spend my money on!

Merry Christamas and Happy Holidays to you and yours.

Joe

hearingimpared

Libertyc wrote:

Here is a link to the ebay seller Joe. This is his online store.

http://www.newquestsound.com/ProductDetails.aspx?productID=14

New Quest Inc.

P.O. Box 131
Temple City, CA 91780
USA

Tel: (626)262-3607
Fax:(626)574-7919
Email to: sales@newquestsound.com
or JSPHT8338@aol.com

His first name is Jason.

Billy how did you track this information down. I can't seem to verify that it is Jason Pang and don't want to start bombarding this company's email if it is not the original seller.

Thanks,
Joe

Libertyc

Joe,

Click on link and follow link "ebay auctions" ant the very bottom of the page.

It's Jason Pang for sure.

http://www.newquestsound.com/ProductDetails.aspx?productID=14

hearingimpared

Libertyc wrote:

Joe,

Click on link and follow link "ebay auctions" ant the very bottom of the page.

It's Jason Pang for sure.

http://www.newquestsound.com/ProductDetails.aspx?productID=14

Billy you are correct it is him. What is with these people that after you purchase something from them and then ask for some help they just ignore you??? I don't get it. I even told this guy way back that I was recommending him to others. You would think on just that alone he would want to follow up on an email asking for help. This is very very peculiar . . . man I'm starting to get a complex here.

Thanks God that this wasn't a $1000 dollar rack!!!

Well on the other hand if it were I would have definetely I would hope received much better customer service than I did.

I had a big problem yesterday with an order from a company that I purchased my son's stainless steel loft bed. I had told the shipper that I would be able to receive delivery yesterday at the new home between 10:00 AM and 5:00 PM. Around 3:30 I received a call from the seller telling me that the shipper tried to make delivery, "per my consent" Wednesday and that now I was going to have pay $108 more dollars for them to reship it. I called the shipping company and after about 45 minutes of talking and checking they realized their mistake and are resending the item free of charge. These were Americans I was dealing with who were willing let me tell them my side of the story first without accusing me of trying to get over on them. Happy ending to that one. . . well it will be a happy ending this coming Wednesday when I actually have the loft bed/desk combo.

Anyhow I took some pictures of the rack's defects today and am going to post them. The pictures of the dial caliper readings didn't come out to well so I'm going to take pictures tomorrow during the day while the sun is out and see if the pictures come out any better.

Thanks for your help Billy.

Joe

reeltrouble1

Joe,

I hope you are getting somewhere and really do want it to turn out all right, despite some of our members vouchers and well wishes for VTI they are dust for me after this. Do they care, hell no, but hey, MIT just got done trying to screw me over and would have if not for a solid internet dealer. So making a solid product has nothing to do with Customer Service as there are many customers screw, fortunately there are many companies to buy from, so eff em.

I imagine VTI also uses very cheap toilet paper in the company bathroom causing their staff excessive hermoroidal tissue problems.

RT1

hearingimpared

reeltrouble1 wrote:

Joe,

I hope you are getting somewhere and really do want it to turn out all right, despite some of our members vouchers and well wishes for VTI they are dust for me after this. Do they care, hell no, but hey, MIT just got done trying to screw me over and would have if not for a solid internet dealer. So making a solid product has nothing to do with Customer Service as there are many customers screw, fortunately there are many companies to buy from, so eff em.

I imagine VTI also uses very cheap toilet paper in the company bathroom causing their staff excessive hermoroidal tissue problems.

RT1

Yea I know the kind . . . fingers always go through it!!! LOL You probably always see VTI employees coming out of the restroom nibbling on their finger nails then spitting.:eek:

Wow RT, MIT tried to screw you!!!. . . that is a little scary to me. I'm glad things worked out.

BTW I can't blame the guys who purchased VTI racks and like the product and saying so. I wouldn't expect anyone to just join a wave and deny a good product in their eyes. If you noticed even though they lauded the rack they still expressed regret that what is happening is happening. Ya gotta love the members on this forum. . . lest I forget the owners.

I'm trying to get these pictures I took uploaded to my PC so I can post them. The pictures I took of the defects came out but the pictures I took showing the differences in welded rail heights are not so clear. They will be the real show stoppers. I just hope that the VTI people will look at the damned pictures when I email them and see that this is a legit claim.

hearingimpared

These are all pictures of the 9" rack where all the problems are.

Pictures 1 & 2 are of the center post; note that not only does it not seat properly in the cup, it is almost a 1/2" above it thus not making any contact at all.

Picture 3 is the left rear post. . . can't get it to line up and seat properly

Picture 4 & 5 left front post that won't line up or seat properly.

Pictures 6, 7, & 8 show how the shelf resting on the 9" rack appears to be warp but in reality doesn't rest properly on the rails because the rail is .35" below the cap where the center measurement is .19"

Pictures 9 & 10 are the caliper measurements of the 9" rack's left post rail and then the center posts left rail. The one pic is very dark, I couldn't get it to come out any lighter with the light I had at the time. I'll try to get a better one when I get some time.

The last picture is of the rack as a whole.

I've tried Linda Fangs remedy of tapping the posts with a rubber mallet. When I get one leg in line the others go out of line, in some cases severly. I'm going to have to place shims under the shelf to support it.

I don't think Ms Fan is reading my email, if she is she is not replying so I don't know what more to do now that I have some pictures.

reeltrouble1

Holy Crap, what a pile of junk this rack is, it might make a boat anchor but not much else.

RT1

PolkThug

Is there a way to manhandle it? Forcibly bend it into shape?

ninerbj

manhandle it and try to bend it back in shape? Why should he have to?

PhantomOG

hearingimpared wrote:

These were Americans I was dealing with who were willing let me tell them my side of the story first without accusing me of trying to get over on them.

I don't know the whole story so this might not be relevant, but please be careful of who you label as "American" based on last names and accents. I only presume you didn't research anyone's citizenship, and apologize if you actually did.

ninerbj

Dear B. Johnson,

When you happen to have dishonest and unreasonable customer, there is really nothing you can do to satisfy them. We are glad and lucky that this is the "one and only kind".

Thank you!

Regards,

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733

PhantomOG

It's truly amazing that they have no problem whatsoever bad-mouthing a past customer to complete strangers. This really must be a small-time operation headed no where.

shawn474

I don't know if it is really relevant here, but it may make you feel better to file a claim with the better business bureau. If VTI is even under their jurisdiction, I know that will give some sort of relief knowing that the company itself may suffer a little from her poor customer service.

PolkThug

ninerbj wrote:

manhandle it and try to bend it back in shape? Why should he have to?

Because that would fix the problem somewhat.

PolkThug

ninerbj wrote:

Dear B. Johnson,
When you happen to have dishonest and unreasonable customer, there is really nothing you can do to satisfy them. We are glad and lucky that this is the "one and only kind".
Thank you!
Regards,
Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733

What a 6!7(# !!

hearingimpared is about as honest as they come.

MSALLA

ninerbj wrote:

Dear B. Johnson,

When you happen to have dishonest and unreasonable customer, there is really nothing you can do to satisfy them. We are glad and lucky that this is the "one and only kind".

Thank you!

Regards,

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733

I wonder if anyone that runs club polk would mind if we (as in the whole club) contacted Ms. Fang and let her know she just insulted EVERY member of a nation wide audio club that could be potential customers. She could have stood by the product she sold and received thousands of dollars worth of free advertizing to a focused audio group instead of becoming known as a bad company to deal with. As a group we could really make her loose some sleep.

fireshoes

I sent an email this afternoon and already received a reply. There was no name calling in the reply I got at least. They continued to say it was concealed damage, which it sure doesn't look like to me. I found it humorous that someone else's email (shawn's) to them was also attached in my reply. Perhaps they are going to use the canned replies now. I sent back a rebuttal of their position just now.